Duties and Responsibilities:
Accountability and Management of the Complaint/Feedback and Response Mechanism
- The Accountability Officer is primarily responsible for overseeing a functional AAP system for the projects.
- Support programming staff to ensure that projects are carried out with participation from all affected communities (including children) and that information is shared with affected communities.
- To ensure FCRM Channels e.g. hotlines, WhatsApp, email, and FCRM Boxes are working properly and accessible to the communities.
- To manage the day-to-day functions of the Feedback and Complaint Response Mechanism (FCRM) by working closely with field MEAL Assistants and MEAL Officers.
- Ensure all complaints and feedback are captured properly and adequately with the relevant information.
- Acknowledge, receive, and register feedback/complaints from beneficiaries and community members that Mehad serves.
- Inform stakeholders about confidentiality, complaint handling process, and time frames.
- Categorize and route stakeholder feedback/complaints to responsible staff according to policies and standard operation procedures.
- Throughout the process of intake of complaints/feedback and investigation, ensure applying protection principles for the confidentiality of information and safety of beneficiaries.
- Collaboration with Program Teams to ensure all complaints received to the FCRM are timely provided with a proper and effective response in compliance with relevant guiding principles and the established procedures at Mehad.
- Support the MEAL department in developing a strategy for AAP promotion internally and externally.
- Support the MEAL coordinator in developing a thorough Accountability Implementation Plan for Mehad's interventions and in enhancing the accountability SOPs.
- Conduct regular field visits to Mehad project locations to monitor the implementation and visibility of AAP when required.
- To closely work with MEAL Officers on collecting feedback from communities on Mehad's FCRM and accordingly develop and implement corrective action plans.
- To manage the FCRM database, dashboard, and documentation.
- To analyze and share key accountability findings and trends regularly.
- Work closely with program teams to ensure all feedback is incorporated into approaches and future programs, where possible.
Training / Awareness Raising and Learning
- To develop content of visual materials for FCRM awareness-raising among communities and design attractive materials e.g. posters, brochures, and accountability videos content in collaboration with the Media Officer and make sure they are disseminated by all means to the public.
- Enhance community engagement through community participation and information sharing and contribute to establishing an effective system that can feed back into project design, implementation, monitoring, and evaluation.
- Contribute to information-sharing mechanisms to improve transparency and participation.
- Conduct accountability-related training and capacity development for relevant staff.
- Support beneficiary accountability and participatory approaches throughout the program cycle.
Reporting and Communication
- To produce monthly analytical reports on FCRM and share them with relevant program units and partners for organizational learning and continual improvement.
- Attending meetings with partners, conferences, and workshops related to accountability.
- Ensure adherence to specific accountability reporting requirements and submission of High-quality reports to the donor.
- Contribute to supporting the MEAL Coordinator to meet donor requirements related to accountability.
- Strengthening knowledge sharing and learning across the organization/project.
- Understand and carry out his duties in accordance with humanitarian principles, core values, Child Protection Policy, the Code of Conduct, and SPHERE.
- Perform any other tasks under the guidance of the direct supervisor.
Key Working Relationships:
Internal: MEAL Coordinator/ MEAL field Officer, Project/Program Coordinator/Officer, and head of mission.
External: Partners’ MEAL/accountability staff.
Requirements:
Education: Bachelor's / MSc degree in social sciences, humanities, business administration, or any other related field.
Formal training in Accountability, Monitoring and Evaluation, Data Management, Core Humanitarian Standards, and Data Quality Assurance (DQA) is an advantage.
Experience: At least Two years of work experience in a related position.
Experience in handling sensitive/confidential information of Feedback and Complaints.
Languages: Fluency in written and oral Arabic, and advanced proficiency in written and oral English.
Travel: The ability to travel to Syria for oversight, management, and training purposes is an advantage.
Qualifications:
- Strong reporting and communication skills
- Strong analytical skills with attention to detail.
- Strong leadership and organizational skills.
- High learning agility and adaptive capacity.
- Training and capacity building experience especially in accountability.
- Proven experience in dealing with Power BI, and MS Excel.
- Proven experience in report writing.
- Strong drive to meet deadlines and ability to work under pressure.
- Work overtime when required.
Mehad is committed to protecting children and the most vulnerable groups in society (women, older people, disabilities, and others) from any harm or sexual abuse, or exploitation through the commitment of its employees to the organization’s policies (such as the code of conduct, child Safeguarding, prevention of sexual abuse and exploitation PSEA policies).
By applying for this advertisement, you agree that your resume and any personal information in it may be shared with Mehad.
How to apply
Advertising code: 157
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